Confirmation email but no delivery

[HelloCharlotte]

I ordered a phone last Tues ( 27th Aug) confirmation email review with order number. 

No tracking update and states 'cannot show this right now, dpd will email/ text' 

I chatted with ee on the 29th Aug via Web chat who reassured me I would receive my hpine within 24 hrs . Still nothing. 

I then rang 150 and spoke to someone who told me EE would ring me regarding price changes however they would honour my contract / new phone even though they have changed the pricing since buying my new contract. Iv not heard anything, EE have taken my upfront payment and I go away on Friday . I need this phone ASAP 

please someone help me!

[Schockwave]

@HelloCharlotte , What phone did you order, colour and storage size?

It will depend whether they have it in stock and how many are before you wanting the same one, as orders are delivered on first come first serve.

We have no account access here, this is a public forum, but one of the community staff may be able to give you an answer.

[HelloCharlotte]

Samsung Galaxy S24 - good as new256GB Marble Grey 

[Rach_H]

Hi @HelloCharlotte,

Welcome to the Community!

We want to get your new phone to you as swiftly as possible, and I can understand your concern that this has not yet arrived.

I'd recommend giving our team a call, and they can take a look, and give you an update on your order.

Rach

[HelloCharlotte]

Hi   thanks for reply

 I spoke to ee on Web chat and they cancelled my ordered without telling me. No email or text. They couldn't re order via Web chat either as it was a 'good as new phone'.  

They refunded the money and iv gone elsewhere to purchase a handset only, communication has been shocking. I'm still sim only but disappointed as a long time customer, with the lack of communications 😌